Help Desk Manager

The Help Desk Manager role oversees a team, ensuring an efficient operation within the Help Desk platform. This position possesses control over decision-making within the function in alignment with specific goals, the accomplishment of which may significantly affect enterprise operations. This role oversees the daily operations of the Support Services Team, implements strategies to enhance the end-user experience and fosters brand loyalty.

This role involves supervising the Help Desk team, recommending resource needs, assisting with hiring and training, conducting performance reviews, and ensuring compliance with ticket Service Level Agreements (SLAs) and team deliverables.

This role is expected to be hybrid and can be located in either Nashville or Denver.

• Oversee service request response, classification, and prioritization processes.
• Provide leadership for technical troubleshooting efforts and manage service request escalation protocols.
• Ensure accurate and thorough documentation of activities and resolutions.
• Oversee knowledgebase maintenance and updates, adjusting protocols as needed.
• Lead incident, problem, and change management processes.
• Define goals for the function that align with enterprise objectives.
• Ensure effective communication with users, cross-functional teams, and senior management.
• Adapt and execute various additional assignments based on evolving needs.
• Develop and enforce policies and procedures for incident identification, documentation, assignment, management, and escalation.
• Create and implement end-user and Service Desk staff knowledge articles, guides, and training programs to boost computer literacy and self-sufficiency.
• Track and analyze trends in Service Desk requests, generating statistical reports to identify problem areas and deliver solutions to improve service quality.
• Integrate customer experience objectives into team and individual goals, ensuring accountability.
• Serve as an escalation point and incident manager.
• Perform special projects and other duties as assigned.
• Set clear objectives, evaluate progress, and promote a high-performance culture focused on teamwork, service excellence, and ownership of customer issue resolution.
• Encourage open communication among team members, driving forward ideas for improved team effectiveness.
• Collaborate with team members to gather feedback on service structure and enhance performance and productivity.
• Review daily priorities and take appropriate action to achieve results.
• Manage and report on ticket allocation.
• Develop daily, weekly, and monthly reports on Help Desk team productivity and trends.
• Ensure high-quality, up-to-date documentation for all service arrangements.
• Build long-term relationships with internal customers, understanding their operational goals to provide solutions.
• Lead, develop, and coach a high-performing team by setting clear expectations, providing feedback, and fostering a culture of engagement, growth, and accountability.
• Oversee workload planning, performance management, and team operations to align resources with business objectives while ensuring compliance with company policies and regulations.
• Flexibility to adapt and execute various additional assignments based on evolving needs.

• Strong technical skills in hardware, software, and networking solutions.
• Proficiency in project management and communication.
• Strong leadership skills with the ability to effectively manage a team of individual contributors.
• Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices.
• Understanding of Dynamics 365.
• Ticket management and major incident management at an enterprise scale.
• Strong understanding of desktop hardware and software.
• Call center software experience (e.g., Five9).
• Proven leadership, coaching, and team empowerment skills.
• Ability to lead a Service Desk team.
• Ability to handle challenging requests and ticket volume while maintaining high customer service levels.
• Ability to work on projects, take direction, and execute.

• Typically, a minimum of 8 years related work experience in IT or related field.
• Experience in a high operational tempo call center, Help Desk, or network operations center (NOC) is required.
• Experience with data gathering, statistical analysis, and reporting of metrics (e.g., KRIs, KPIs) for Digital Services operations is required.
• Experience with desktop support, network connectivity, computer operating systems, mobile devices, desktop hardware, and software applications is required.

The anticipated starting pay range for this position is based on the employee's primary work location and may be more or less depending upon skills, experience, and education. These ranges may be modified in the future.

Location A: $85,000 - $116,000

Location B: $94,000 - $128,000

This position is subject to a pre-employment background check and a pre-employment drug test.

Brown and Caldwell is proud to be an EEO/AAP Employer. Minorities/Women/Disabled and…